Customer Care Supervisor

Apply Job Type Full-time Description Title: Customer Care Supervisor - Vital Records Reports to: General Manager - Vital Records Summary: The Customer Care Supervisor is responsible for leading and developing a high-performing team of call center agents with a strong emphasis of First Contact Resolution. This role is responsible for daily operations, coaching and development, quality assurance, and continuous improvement of processes, technology, and people. The ideal candidate is a driven people leader who can balance real-time execution, first contact resolution, and performance management. This role will provide direct leadership and support to Customer Care Agents. Key Responsibilities Operational Excellence * Monitor queues, real-time metrics, and agent performance to support service levels and achieve First Contact Resolution of client requests. * Champion a culture of accountability, empathy, and problem-solving within the team. * Own escalation handling and ensure timely resolution of complex customer issues. * Conduct Quality Assurance reviews to ensure all team members are following standard operating procedures and providing excellent customer service. People Development * Lead, coach, and develop a team of Customer Care agents to achieve service level objectives. * Conduct regular 1:1's, calibration sessions, side-by-side coaching sessions * Create training and development programs to enhance customer service skills, product knowledge, and problem-solving capabilities. Requirements Qualifications * 3-5 years in Customer Care/Service roles with 1-3 years supervising team members. * Strong coaching and training skills and performance management in a call center environment. * Demonstrated success improving First Contact Resolution (FCR) while maintaining service levels. * Excellent communication and problem-solving skills. * Ability to work a later shift to support different time zones. * Preferred Qualifications * Experience with CRM systems and call center technology, * Proficiency with contact center and CRM platforms. Key Competencies * Customer-Centric Leadership: Models and promote a customer-first mindset. * Coaching & Training: Skilled at training team members utilizing multiple training techniques and providing continuous training, growth, and mentorship. * Analytical Thinking: Uses data and insights to drive performance metrics for Customer Care call center. * Collaboration: Works effectively across teams to enhance the end-to-end customer journey. * Performance Metrics * First Contact Resolution (FCR) rate. * Call Metrics including SLA, Average Speed of Answer, Abandon Rate. * Customer satisfaction (CSAT) and Net Promoter Score (NPS). * Quality assurance compliance and improvement. Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice